Invoices Troubleshooting

This page focuses on solving issues related to creating invoices and accepting invoice payments.

Table of Contents

Invoice Creation Issues

This section covers problems associated with creating invoices in BackOffice.

A customer is missing from the ‘Bill To’ drop-down.

Customers only appear in the ‘Bill To’ drop-down if they are on the Customer List and have an email address assigned to them.

  1. Click ‘Customers’ and select ‘Customer List’.
  2. Search for the customer.
    Click to Enlarge
  3. Follow the specific steps below that reflect if the customer is on the list.
  • If the customer does appear on the Customer List:
    1. Click the customer.

      Click to Enlarge
    2. Enter their email address.

      Click to Enlarge
    3. Click ‘OK’ to save.

      Click to Enlarge
    4. Assign the customer to an invoice.
  • If the customer does not appear on the Customer List:
    1. Add a new customer with an email address.
    2. Assign the customer to an invoice.

    My invoice logo is incorrect.

    Invoices display your email receipt logo. Upload a new image file to update the logo on invoices, email receipts, and, if enabled, paper receipts.

    This updates new invoices and existing drafts. ‘Open’, ‘Paid’, ‘Past Due’, and ‘Canceled’ invoices are unaffected.

    1. Follow the steps here to upload a new store logo.

      For best results, place the logo in the center of the image file as the image will be cropped to fit invoices.

    The business name or address on my invoices is incorrect.

    Invoices display the store name and business information from receipts. Edit these details to update both invoices and receipts.

    This updates new invoices and existing drafts. ‘Open’, ‘Paid’, ‘Past Due’, and ‘Canceled’ invoices are unaffected.

    1. Follow the steps here to update the business information shown on invoices and receipts.

    “An error has occurred. Please contact us if the problem persists.”

    This error appears when saving or finishing a new invoice if there is an internet connection problem. Resolve the connectivity issue, then save or finish the invoice again.

    1. Follow the steps here to troubleshoot your internet connection.
    2. Save or finish the invoice again.

    Invoice Management Issues

    Look no further for help with issues related to editing, deleting, changing the status of, and cancelling invoices.

    I cannot edit, delete, or cancel an invoice.

    Invoices can only be edited if in ‘Draft’, ‘Open’, or ‘Past Due’ status. Invoices can be deleted if in ‘Draft’ status or canceled if ‘Open’ or ‘Past Due’. Invoices marked as paid cannot be modified, deleted, or canceled.

    For help managing invoices, visit our Invoices article.

    “There was a problem. Please try again”.

    This error appears when editing, deleting, resending, reprinting, or canceling an existing invoice if there is an internet connection problem. Resolve the connectivity issue, then try again.

    1. Follow the steps here to troubleshoot your internet connection.
    2. Perform the action attempted before the error appeared.

    A customer did not receive an email for their invoice or invoice cancellation.

    Invoice emails may appear to go missing if the spam filter in a customer’s email account blocks the email or the invoice was never finished in BackOffice. After checking these scenarios, resend the email if it is not found.

    1. Have the customer check the spam folder in their email account as the email may have been incorrectly filed there.
    2. Make sure the invoice status is not ‘Draft’.

      Invoices must be finished and sent via email for customers to receive an invoice or invoice cancellation in their email.

    3. Follow the steps here to resend the invoice or invoice cancellation email.

    I accidentally marked an invoice as paid.

    At this time, there is no way to remove the ‘Paid’ status from an invoice. The invoice will remain on the Invoices screen but will not affect sales reporting.

    “Ensure that quantity and price are above zero”

    This error occurs when saving an invoice with an item whose invoice quantity or price is not above 0.

    1. Fix items with quantities less than or equal to 0.

      Either remove these from the invoice or enter a new quantity greater than 0.

      Click to Enlarge
    2. Fix items with prices less than or equal to 0.

      Either remove these from the invoice or enter a new price greater than 0 (open priced items only).

      Click to Enlarge

    "Items priced at the time of sale cannot have decimals"

    This error occurs when saving an invoice with an item whose invoice quantity contains a decimal. Decimal quantities are only supported for unit priced items.

    1. Fix items with a decimal in their quantity.

      Either remove these items and replace them with unit priced items or enter a whole number quantity.

      Click to Enlarge

    “Ensure that discount amounts are above zero”

    This error occurs when saving an invoice containing items with discounts below 0.

    1. Fix items with discount amounts less than 0.

      Either set the discount to 0 to remove it or enter a discount amount greater than 0.

      Click to Enlarge

    “Ensure that discount amounts are less than the item subtotal”

    This error occurs when saving an invoice containing items with discounts which exceed those items’ subtotals.

    1. Fix items with discount amounts exceeding those items’ subtotals.

      Either set the discount to 0 to remove it or enter a discount amount less than the item subtotal.

      Click to Enlarge

    “Choose a customer to bill the invoice to”

    This error appears when saving an invoice without a customer assigned to it.

    1. From the 'Bill To' drop-down, select a customer to assign to the invoice.
      Click to Enlarge

    “Date must be in the future”

    This error occurs when saving an invoice with a due date before the current date.

    1. Click the date icon and select a future due date.
      Click to Enlarge

    Invoice Payment Issues

    If you have trouble accepting invoice payments online or at the register, we can help.

    I rang up the wrong invoice items at the register.

    A sale cannot be undone, but inventory quantities can be balanced by returning the sale and ringing up the correct items.

    1. Return the original sale.
    2. Ring up a new sale for the items on the invoice.

    My business name is incorrect on customer credit card statements.

    Update the DBA for your business in BackOffice to ensure the business name is displayed correctly on customer credit card statements for all types of online and mobile payments.

    1. Follow the steps here to update your business DBA used for online and mobile payments.